Auto Dealer Today Issue

September 2014

Cover Story
Service With a Smile
By Paul Potratz

Don Boyle brings his lifelong passion for fixed ops to the Scott Family of Dealerships.

Features

Questions Are the Answer

By Jason Heard

Quality questions yield positive answers, useful information and closed deals.

Man Bites Dog

By Tom Hudson

The courts sided with a New Jersey dealership in its suit against a customer whose soon-to-be-ex-wife turned out to be the co-owner of his trade-in.

Highline Concepts

By Stephane Babcock

Three new vehicles from luxury marques were designed to push the boundaries of sustainability, power and style.

Stop Punishing Your Staff! Videos are most effective as part of a training curriculum that adds context to the lessons presented.

By Harlene Doane

Sentencing your sales staff to an afternoon in front of the TV or computer is no way to motivate them.

Stop the Presses! Dealers who excel in SF know that the documentation customers use to prove residence and income is becoming increasingly easy to fake, prolonging the verification process. 

By Greg Goebel

A recent front-page article spins the facts to make the auto finance industry and dealers look bad.

5 Ways to Redefine the Customer Experience At John Elway’s Crown Toyota in Ontario, Calif., a sales manager bar takes the place of the menacing, raised sales towers that still loom over many showrooms. 

By Brent Tally

Facilities expert shares five design trends that are driving sales and service at dealerships nationwide.

Contraceptive Controversy Randy Reed (right), owner and president of Randy Reed Automotive, stands with son Trevin, the two-rooftop auto group’s manager. The Reed family formally opposed an ACA provision that requires employers to cover emergency contraception in their employees’ health plans. 

By Toni McQuilken

Randy Reed was one of a number of business owners who opposed an order to provide coverage for the ‘morning after’ pill, and his side prevailed in a recent Supreme Court decision.

The Mark of Quality

By David Gesualdo

Dealers represent all the best aspects of doing business in an age in which customer service is paramount to success.

Blog

On-the-Point

Jim Ziegler
It's a Nerd Meltdown

By Jim Ziegler
The Alpha Dawg coaches sales managers through a CRM crash, shares advice for desking deals the old-fashioned way, and explains why AutoNation’s rumored pay plan revision and GM’s thrice-delayed Project Pinnacle are doomed to fail.

There’s a Vacancy in Mom’s Basement

By Jim Ziegler
The Alpha Dawg discovers the cure for Millennial Madness and goes deep on certified pre-owned leasing, the case against Sage Auto Group, and the end of the big publics’ shopping spree.

Objects in the Rearview Mirror

By Jim Ziegler

The Big Talent Drain

By Jim Ziegler

Opening Observations

Over the Curb